Exploring the Different Roles of Service Quality, Satisfaction and Perceived Usefulness in Generating WOM in E-service Context
Post adoption behaviours of e-service users are important for e-service providers to increase both their revenues and profits. WOM, as an important post adoption behavior, have not received the attention of IS researchers. The current paper develops a model to investigate the factors influencing individual eservice users Word of Mouth (WOM) behavior. Based on 543 useful questionnaires, the research model is empirically tested together with a number of hypotheses. The results show that satisfaction together with perceived usefulness and service quality positively impact users recommendations of e-service to others. The study finding implies that individuals would like to spread WOM more based on eservice attributes and service performance than on their own affect. Finally, the implications to theories and practice are discussed as well.
WOM E-service service quality satisfaction perceived usefulness
Hongxiu Li Yong Lit Reitna Suom
School of Engineering, Aalto University, Finland IAMSR, Abo Academy, Finland Information Systems Science, Turku School of Economics, University of Turku, Finland
国际会议
The Eleventh Wuhan International Conference on E-Business(第十一届武汉电子商务国际会议)
武汉
英文
412-420
2012-05-26（万方平台首次上网日期，不代表论文的发表时间）